topic Re: Address Incorrect in Account Details in My Account/Billing

Address Incorrect in Account Details

mjeb — Mon, 13 Jun 2022 22:14:40 GMT

I moved home two years ago and took plusnet with me. My address in my Account Details section and on my bills still shows my old address. I am unable to edit my address in my account. What needs to be done to correct this? I do not want to renew my contract until this has been resolved.

Re: Address Incorrect in Account Details

SammyM — Thu, 16 Jun 2022 13:05:03 GMT

Hiya @mjeb,

Thanks for bringing this to my attention and I can fully appreciate your concerns on this. I can imagine the hassle this has caused and I have put this right for you, explaining more here.

Sorry for the late reply, we're are busier than usual and it is taking longer than I would like to get back to you guys.

Please get back to me if you need any further help.

Re: Address Incorrect in Account Details

mjeb — Tue, 04 Oct 2022 20:35:56 GMT

Sorry, I forgot about this post until today. This is still and issue and I was reminded of it today when I received and email informing me that full fibre is now available at my address. The only issue is the address you list in the email is incorrect.

Re: Address Incorrect in Account Details

Gandalf — Tue, 04 Oct 2022 20:55:59 GMT

I've updated your address for you.

Unfortunately full fibre isn't available at your actual address. Sorry for the false hope.

Re: Address Incorrect in Account Details

mjeb — Wed, 05 Oct 2022 21:00:29 GMT

Thanks Gandalf. Any idea why it seems to be available for my next door neighbour but not me? The neighbours phone line literally runs past my house???

In regards to the address update. I have checked my account and it is still incorrect.

Re: Address Incorrect in Account Details

SpendLessTime — Thu, 06 Oct 2022 09:17:12 GMT

@mjeb

try submitting the Openreach form at https://www.openreach.com/forms/fibre-broadband-availability---customer-form with the enquiry reason selected as "I cannot get fibre but my neighbours can" and see what they say?

Re: Address Incorrect in Account Details

Gandalf — Sun, 09 Oct 2022 18:34:25 GMT

@mjeb, could private message me what your address should be and where you're seeing it's incorrect?